Complaints Policy

Regulatory Information

The Debt Resolution Service Ltd (“TDRS”) is a company incorporated in England and Wales with Company Number 12692223 and having its registered office at Ram Mill, Gordon Street, Oldham, OL9 9RH.

The Debt Resolution Service Ltd provides insolvency and IVA-related services under the supervision and authority of Jason Bowen, a licensed Insolvency Practitioner authorised by the Insolvency Practitioners Association.

Licensed Insolvency Practitioner

Jason Bowen is authorised to act as an Insolvency Practitioner in the United Kingdom by the Insolvency Practitioners Association (IPA).

Professional Rules and Standards

Licensed Insolvency Practitioners are required to comply with:

• The Insolvency Act 1986 and associated legislation;
• The Insolvency Rules 2016;
• Statements of Insolvency Practice (SIPs);
• The Insolvency Code of Ethics;
• The rules, regulations and professional standards issued by the Insolvency Practitioners Association.

These professional and ethical standards are designed to ensure that Insolvency Practitioners act with integrity, objectivity, professional competence and due care in carrying out their duties.

Complaints 

At TDRS we are committed to providing a professional, efficient and courteous service. We recognise, however, that concerns or complaints may occasionally arise and we take all complaints seriously.

This procedure applies to complaints concerning insolvency services and IVA-related activities carried out by or under the supervision of the licensed Insolvency Practitioner. General enquiries and service concerns not relating to insolvency matters should be directed to the Company’s customer services team in the first instance

We aim to resolve complaints fairly, promptly and transparently.

Stage 1: Contact the Insolvency Practitioner

If you have a complaint regarding the administration of an insolvency case or the service provided by TDRS, you should first contact:

The Licensed Insolvency Practitioner
The Debt Resolution Service Ltd
Ram Mill
Gordon Street
Chadderton
Oldham
OL9 9RH

Email: [email protected]

We will investigate your concerns and provide a response as quickly as possible.

Stage 2: Escalation to the Complaints Officer

If you are dissatisfied with the response received, you may escalate your complaint to:

Complaints Officer
The Debt Resolution Service Ltd
Ram Mill
Gordon Street
Chadderton
Oldham
OL9 9RH

Email: [email protected]

The complaint will be independently reviewed, and we will provide our findings and proposed resolution.

Timescales

We aim to acknowledge complaints within 5 working days and provide a substantive response within 14 days.

Where additional investigation is required and a final response cannot be provided within that period, we will inform you of:

• The reason for the delay;
• Any further information required;
• The anticipated timeframe for our response.

Insolvency Complaints Gateway

If you remain dissatisfied after exhausting our internal complaints process, you may refer your complaint to the Insolvency Complaints Gateway.

The Insolvency Complaints Gateway is operated by The Insolvency Service and provides an independent route for complaints relating to licensed Insolvency Practitioners.

Complaints can be submitted through the Government website:

https://www.gov.uk/complain-about-insolvency-practitioner

Alternatively, complaints can be sent by post to:

The Insolvency Service
IP Complaints
3rd Floor
1 City Walk
Leeds
LS11 9DA

Contact Details

The Debt Resolution Service Ltd
Ram Mill
Gordon Street
Oldham
OL9 9RH

Telephone: 0800 254 5113

Email: [email protected]

Website: www.thedebtresolutionservice.co.uk